Manage review sources
How do I control which sites Synup collects reviews from?
"We're missing our Tripadvisor reviews" is usually not a bug. It is a question of which way the source reaches Synup.
Open Reviews, pick the location, and choose Sources at the top of the page. The panel is called Manage review sites and lists every source the location collects from. To fix a missing Google or Facebook source, use Connections next to it, not the source list.
Connected account
- Which sources
- Google and Facebook
- How it arrives
- Through the publisher's own connection to your account
- If it is missing
- Fix the connection, not the source list
- Listed in the panel
- As Auto · Connected account, "via connection"
Review feed
- Which sources
- Yelp, Tripadvisor, Trustpilot and other known marketplaces
- How it arrives
- Synup fetches the page you gave it through a review-collection service
- If it is missing
- Add the page URL yourself
- Listed in the panel
- Yes, as Custom · Review feed
Web scraping
- Which sources
- Any other public reviews page you point at
- How it arrives
- Synup reads the page you gave it, on a schedule
- If it is missing
- Check the URL points at the reviews page
- Listed in the panel
- Yes, as Custom · Web scraping
ASK SYDEKICK
Which review sites are being collected for this location?
Set the scope to the client and location you mean, then ask. Sydekick lists the sources that location collects from and how many reviews each has brought in. Asking only reads; to add, hide or remove a source use the panel below.
Key facts
| Where it lives | Reviews → All Reviews (one location), then Sources at the top right. The same button is in the Review Inbox once a single client is chosen |
| What the number on Sources means | How many sources are listed for the location |
| Accounts | Connections at the top right: Google and Facebook, each with Manage or Connect |
| Add a source | Paste the full reviews-page URL, then Add review site |
| Hide or remove | Hide (eye icon) on automatic rows; Remove (bin icon) on rows someone added |
| Freshness | The clock icon beside the page title: Last checked at, and Refresh |
Facebook is the one real exception
Google has a fallback. If the connection drops, Synup can still pick Google reviews up another way, so you keep getting reviews even while the connection needs attention. Those reviews are read-only: you cannot reply to them from Synup until the connection is back.
Facebook has no fallback at all. No connection means no Facebook reviews, not fewer, not slower. If a client's Facebook reviews vanished, go and look at the connection rather than adding a Facebook URL here.
See what this location is collecting
Choose Sources. Reading this panel changes nothing.
Three columns answer three questions.
- Site is the source and, for a custom source, the page URL.
- Type says who set it up and how it is collected. Auto is a source Synup collects without a URL, such as a connected Google or Facebook account. Custom is a page that was added by URL (the small note found for you means Synup suggested it). Beside Custom is the collection method: Review feed or Web scraping, and hidden if it has been hidden.
- Status is the column that usually explains a complaint.
| Status | What it means | What to do |
|---|---|---|
| 8 reviews added | The source works and has brought in reviews. Under it: when it was last fetched and when the next fetch is due | Nothing |
| No reviews found (with Check again) | The page was read but no reviews came back | Check the URL points at the reviews page, then Check again |
| Could not fetch reviews (with Retry) | The last fetch failed. The usual cause is a URL that points at the business's main page rather than its reviews page | Correct the URL or Retry |
| via connection | Collected through a connected account | Fix it in Connections |
While a first fetch is still running the row shows a fetching state and, where known, roughly how many reviews to expect. A source that is taking longer than usual says so, with Retry.
Connect or reconnect Google and Facebook
Choose Connections. The Review connections dialog lists Google and Facebook with the state of each and Manage (or Connect when nothing is connected). If a review source is behind a connection that has expired, reconnect it here rather than pasting its URL as a custom source.
On some workspaces Trustpilot and G2 can also be connected from this dialog, which gives those sources an Official API collection method and, for Trustpilot, replies from Synup. That is switched on per workspace and is not available everywhere.
Add a source
Paste the full URL of the business's reviews page into the field. Add review site stays unavailable until there is something to check, and Add another site gives you a second field when you are adding several.
Synup checks the page as you add it and tells you what it found: that it collects reviews, that it collects reviews but for what looks like a different business, that the site is already added, or that it found none and the URL probably is not the reviews page. Believe that last message before you save.
Change a source you already have
Hide (the eye icon) applies to the automatic rows. It takes that source out of the review list and out of the analytics for the location while keeping what was already collected, and Show brings it back. If you are unsure, hide.
Remove (the bin icon) applies to sources someone added by hand and takes the source out of the location. Its reviews disappear from the location, and adding the same page again brings them back.
Both change what a real location collects, so neither is a browsing action. Decide before you click.
How fresh is it?
Reviews are only as current as the last fetch. Each custom source shows when it was fetched and when the next fetch is due, and the clock icon beside the page title shows when the location's reviews were last checked.
Refresh asks Synup to check the location's sources now. It is a manual, bounded refresh, so a location with many sources may report that only some were refreshed. A source that has never been fetched is not counted as fresh. A location with no sources has nothing to refresh.
Suggested review sites
On some workspaces, Synup looks for a business's review pages and asks you to confirm them instead of adding them for you: a notice says it found sites that may list the business, and you tick the ones that belong to it, mark the others Not ours, and add the confirmed ones. Where this is on, sites you have not confirmed are not collected. It depends on a platform setting that is not on everywhere, so you may never see it.
Questions people ask
Why did a source appear that nobody added?
Synup can find some marketplaces for a location by itself, and those arrive marked found for you. Hide it to quieten one you do not care about, or remove it if it is the wrong business.
A review is on Google but not in Synup. Where is it?
Synup does not re-read every source every hour. Open the clock icon beside the page title and check when the location was last checked. If the fetch has not run since the review was posted, nothing is wrong. If Google is not connected, also check Connections.
Can I change how often a site is fetched?
Not from the panel. Each source shows when it was last fetched and when it is next due, but the schedule is not a setting on this screen.
Can I report a fake review from here?
No. Reporting reviews is not part of Synup. Use the review site's own reporting flow.